Director, Culture Transformation

At 1-800-GOT-JUNK?, culture isn’t a set of values on the wall — it’s how we make decisions, solve problems, and deliver for our customers every day.
As we evolve into a multi-product, customer-obsessed organization operating through a Product Operating Model, we’re rethinking not just what we do, but how we do it.

We’re looking for a Culture Transformation Director to help shape and operationalize that shift. This role will build the frameworks, habits, and systems that make empowered, agile, and customer-driven work scalable across the business. Partnering closely with Program, Strategy, Learning, and Product leadership, you’ll help close the gap between cultural aspiration and everyday execution — embedding new ways of thinking, deciding, and collaborating.

This is a hands-on, systems-level role for someone who understands that culture change isn’t a campaign — it’s the deliberate design of how people think, feel, and interact at work. You’ll translate strategy into practice, helping teams move faster, collaborate more effectively, and make better decisions with clarity and confidence.

**What You’ll Do**:
**Lead and Scale Empowered Ways of Working**:

- Design and embed the One-Team Operating Model and Decision Frameworks that push decision-making closer to the customer and enable faster, more aligned execution.
- Build the frameworks and tools that enable leaders to balance autonomy and alignment — ensuring clear SPAs, defined decision rights, and transparent goals.
- Partner with Technology, Product, and Learning to integrate Lean & Agile mindsets and rituals into daily work.
- Serve as an Agile Coach to teams and leaders — implementing and facilitating retrospectives, sprint planning, and experimentation loops that translate mindset into measurable improvement.
- Measure and improve key empowerment metrics: decision speed, ownership at the team level, and cross-functional collaboration.

**Accelerate Innovation, Adaptability & Learning**:

- Champion a test-and-learn culture where experimentation is part of everyone’s job.
- Launch and sustain the Agile Innovation Loop — making small bets, learning fast, and scaling what works.
- Create lightweight tools and rituals that help teams share insights and retire low-value work.
- Partner with leaders to recognize and celebrate “useful misses” that drive future success.

**Design Systems that Sustain Culture**:

- Operationalize core cultural frameworks — Feedback & Radical Candor, Working Agreements, the Metrics Hub, and the Customer Insight Hub — to make culture visible, actionable, and measurable.
- Design habit-building mechanisms that reinforce desired behaviors through repetition, reflection, and recognition — turning principles like empowerment, clarity, and transparency into muscle memory.
- Partner with executives to run quarterly Culture Reviews that track empowerment, innovation, and adaptability pulse metrics.
- Ensure tight alignment between culture, organizational design, and our evolving Product Operating Model.

**Build Behaviours that Drive Transformation**:
To shift from intention to impact, this role will help teams and leaders visualize the ideal state, understand the current state, and actively close the gap through daily behavior change.
You’ll identify and embed new norms to replace legacy habits, focusing on:
Legacy project mindsets
- Product-centric thinking: Moving from project completion to ongoing value delivery and customer outcomes.

Resistance to change
- Curiosity and adaptability: Building comfort with iteration, ambiguity, and feedback loops.

Cultural vision
- Team execution: Ensuring leaders translate “what we value” into “how we behave” — every day, in every interaction.

You’ll use targeted frameworks, leader enablement, and storytelling to make these behaviors visible, repeatable, and measurable across the business.

**Foster Cross-Functional Collaboration**:

- Create conditions for x-functional teams to operate as one system, not a collection of sub-cultures.
- Develop shared language, rituals, and norms that align Product, Tech, Strategy, and Operations teams around a common definition of customer value.
- Introduce cross-team retrospectives and alignment forums to identify friction and reinforce collaboration patterns that accelerate delivery.
- Partner with Business Partners and senior leaders to address cultural barriers that slow alignment or decision-making between functions.

**Inspire Leadership and Connection**:

- Act as a trusted advisor to senior leaders, helping them model transparency, clarity, and radical candor.
- Foster belonging and trust through shared rituals, consistent feedback practices, and visible leadership signals.
- Build internal capability by coaching People & Culture partners and senior leaders to sustain transformation independently over time.

**Measures of Value**:

- **Speed to value**: Faster, more frequent delivery of customer value.
- **Team maturity**: Higher-performing, self